Justin Hall
Bridgeport,WV
Summary
Experienced professional with strong analytical skills, planning skills, managing processes, combined with the ability to coordinate the efforts of many to meet organizational goals. Productive and effective work habits without supervision. Extensive business experience, focusing on management, forecasting, customer service, and initiatives.
Overview
18
18
years of professional experience
Work History
Command Center Strategist
03.2020 - Current
- Forecast Inbound volume and staffing needs
- Plan Outbound calling for as many as 50 clients and 1500 employees
- Manage all programs to client’s volume and performance goals
- Identify technical issues and find solutions
- Modify dialer settings to maximize efficiencies.
Call Center Manager
InfoCision
06.2011 - 03.2020
- Liaison between the Director and the call center
- Responsible for the center’s day-to-day operations while ensuring the client’s program needs are met
- Lead, coach, and provide direction for call center representatives
- Analyzes performance to identify productivity, service, and center goals
- Responds and resolve client’s concerns
- Investigating and resolving significant variances, for operational procedures to be more efficient and profitable
- Presenting recommendations to senior management regarding required recruitment, training and opportunities to gain efficiency.
Call Center Supervisor/Team Supervisor
InfoCision
01.2006 - 05.2011
- Supervise, motivate, and train as many as 100 employees
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; managing system and process improvement and quality assurance programs
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
- Maintains professional and technical knowledge by tracking emerging trends in call center operations management and attending educational workshops
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Intern, Victim/Witness Assistance Program
Attorney's Office
01.2005 - 01.2006
- Collecting information from victims and witnesses that prosecutors use during trial as well as logging the findings
- Valuable office experience: Microsoft Office, filing, searching, and classification skills.
Education
Bachelors of Arts - Psychology, Criminology
West Virginia University
Skills
Strategic planning
undefinedTimeline
Command Center Strategist
03.2020 - Current
Call Center Manager
InfoCision
06.2011 - 03.2020
Call Center Supervisor/Team Supervisor
InfoCision
01.2006 - 05.2011
Intern, Victim/Witness Assistance Program
Attorney's Office
01.2005 - 01.2006
Bachelors of Arts - Psychology, Criminology
West Virginia University
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